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The Leading Hotels of the World
The Leading Hotels of the World
201 – 500 Angajați
CălătoriiMarketingOspitalitate
The Leading Hotels of the World conectează călătorii cu o colecție independentă de hoteluri de lux prin intermediul platformei sale de rezervări și al programului de fidelitate Leaders Club. Organizația oferă, de asemenea, hotelurilor membre servicii de marketing și distribuție, iar materialele sale editoriale de promovare prezintă proprietăți deosebite, servicii de wellness, sejururi captivante și experiențe de călătorie exclusive. Activitatea sa acoperă domeniile călătoriilor, ospitalității și marketingului; profilul furnizat nu precizează roluri pentru recrutare sau posturi vacante.
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Locurile de muncă ale companiei

Centralized Hotel Support Specialist

Triage hotel, loyalty and customer inquiries for The Leading Hotels of the World’s independent luxury hotel network. Resolve Tier 1 cases and coordinate specialist handoffs using Salesforce.

ITItaliaHibridNormă întreagăJuniorNivel mediuNu este necesară o diplomăLimbă Obligatorie: englezăAsistență clienți

Descriere

  • Manage shared intake for hotel member support, loyalty and customer inquiries.
  • Log, categorize and prioritize requests in Salesforce Service Console.
  • Resolve Tier 1 cases within documented procedures and authority.
  • Escalate specialized or complex cases through Tier 2 and Tier 3 channels.
  • Maintain accurate intake and stakeholder communication until the receiving team accepts a case.
  • Record case history, actions, supporting details and transfer reasons.
  • Handle assigned cases in the Hotel Member Support queue.
  • Conduct initial checks on hotel systems and distribution inquiries.
  • Support commercial programs, new member implementation and approved access requests.
  • Guide member hotels on system functions, loading standards and best practices.
  • Help develop knowledge articles, agent guidance and support materials.
  • Meet service level, productivity and quality targets.
  • Track recurring issues, routing gaps, rejected handoffs and root cause trends.
  • Help improve centralized workflows, Salesforce Service Console, Genesys, automation and self-service.
  • Work with Global Servicing, Loyalty, Distribution, CRM Product, IT, Marketing and other teams.

Cerințe

  • Working knowledge of hotel support, loyalty and customer service processes.
  • Familiarity with hotel distribution and reservation systems.
  • Strong troubleshooting and problem solving skills.
  • Ability to resolve issues within scope and escalate them appropriately.
  • Highly detail oriented and organized, with the ability to manage multiple cases, priorities and deadlines while meeting service level targets.
  • Clear, professional written and verbal communication skills.
  • Ability to assess requests, identify the responsible teams, retain ownership through handoffs and build stakeholder trust.
  • Comfort with CRM or case management tools; Salesforce Service Console and Genesys experience is preferred.
  • Proficiency in Microsoft Word and Excel.
  • English proficiency; additional languages are an advantage.
  • High school diploma or equivalent required.
  • At least two years of experience in travel, hospitality, distribution, reservation technology or a related hotel support role.
  • Experience supporting hotels or customers in a global or luxury hospitality setting is preferred.
  • Hands on experience with SynXis or another central reservation system is preferred.
  • Familiarity with GDS, OTAs, IDS or distribution interfaces is preferred.

Beneficii

  • Competitive salary and benefits package.
  • Annual incentive opportunity.
  • Home office setup credit of up to $500.
  • Travel credit of up to $500 to support employees’ interest in travel.
  • Collaborative and inclusive work environment.
  • Flexible working arrangements.
  • Hybrid schedule with remote work three days per week.

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